Repairs and Maintenance
Repairs to your home
Gas servicing
Aids and adaptations
Looking after your home is a joint responsibility. Muir Group is responsible for
most repairs to your home. It is your responsibility
to tell us when repairs
are needed and you must allow access for the work to be done.
To report a repair:
-
Call your local office during office hours
-
The 24-hour emergency number for repairs is 0845 601 3105
-
Extra help is available if you need adaptations to help you cope at home.
Residents living in sheltered or supported housing should report all repairs to their Scheme Manager (except emergency out of hours repairs).
If you report a repair by telephone you will need to give the following information
to our customer service staff:
Your name
The address of property where the repairs are needed
A daytime telephone number
As much detail about the repair as possible, for example the
type of repair, its location, the name of the appliance, or the type of materials
Times when you are available for a Muir Group surveyor to come
and identify the type of repair work that is needed and organise for someone to
do it, or for the contractors to do the work.
If you are an older resident, vulnerable, disabled or have other special requirements.
Your Muir Group
Residents Handbook
tells you which repairs we are responsible for and which you are responsible for.
Target response times
All repairs are categorised into different response times:
Type of repair
|
Target timescale |
|
Emergency - To remove immediate danger to people, avoid serious
damage to property, make the property secure or restore essential services e.g.
water, electricity.
|
Within 24 hours OR within 4 hours, dependant on the nature of the emergency and/or vulnerability
|
|
Urgent - Work that needs to be carried out quickly, to overcome
serious inconvenience to the tenant, or to prevent more damage to the property. |
Within 3 working days |
|
Non urgent - Work where repair does not cause inconvenience or
danger to occupants or the public but should not wait for programmed maintenance. |
Within 1 calendar month
- Priority 1
- ten working days
- this is for repairs that are not urgent but are of a greater necessity than routine works
- Priority 2
|
Gas servicing
Muir Group has a legal obligation to carry out an annual service of the central
heating, boilers and gas fires in all our properties every year. This service is
very important. Faulty gas appliances can cause death from undetected smoke fumes.
We will contact you when the service is due and you must allow
the fitter into your home to carry out the gas safety check. Remember:
Do not obstruct any air vents installed to provide combustion air or for appliance cooling purposes to gas appliances (especially where gas appliances are installed in cupboards or compartments).
If you think your boiler is faulty contact your local Muir Group
area office
as soon as possible.
If you can smell gas:
Turn off the gas supply immediately at the meter/emergency control valve.
Ventilate the building(s) by opening all windows and doors.
Extinguish all sources if ignition.
Do not smoke.
Do not operate electrical light or power switches (on or of).
Ring National Grid, the gas emergency service, on 0800 111 999 (freephone).
Ensure access to the building can be made.
Then ring us on 01928 728000.
Please note, gas appliances that you have installed are your own responsibility;
always use a
CORGI (Council for Registered Gas Installers)
registered fitter.
Aids and
adaptations
Some residents find it increasingly difficult to live in their homes because over
time the property no longer caters for their personal needs. Muir Group can help
its residents to overcome these problems. Help can range from trying to find alternative
and more suitable accommodation, to installing aids and adaptations to make life
easier.
Let us know
how we can help you with your problem or what adaptation you think you need.
Muir Group works closely
with occupational therapists and local authorities around the country to provide
solutions. We can often carry out minor adaptations, such as grab rails, immediately.
Major adaptations such as level access showers may take longer. In a lot of cases
these adaptations can be done at no cost to our residents thanks to external grants
or internal Muir Group funding.
